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Transferring a call involves changing to whom --or to what -- the caller is connected.
The application that is assigned to the channel associated with the telephone line that is carrying the call initiates a transfer instruction. The instruction may be a response to an event (such as a caller asking to talk to a live operator), or may simply be the next in a set of instructions (for example, transferring to an agent following the collection of an account number from the caller).
The application instruction results in a process being run on the system executing an IRAPI command. Depending on the command (and whether the features required to support the command are installed and configured), the system either performs the transfer itself, or tells the switch to transfer the call. If the system performs the transfer, the transfer is done by the telephony boards.
